Field Dispatcher

Peterson Tractor Company•Hillsboro, OR

2d•Onsite

About The Position

Peterson Power Systems has a need for a Service Administrator based at our Hillsboro, OR location. This position is responsible for coordinating the assignments of service technicians and materials to accomplish repairs done in the field and administration of related paperwork. The Field Dispatcher serves in the capacity of the Field Dispatcher. General discretion and judgment are exercised routinely in the execution of job duties. If errors in judgment or professional execution of responsibilities are made, the consequences to the to the Department can be significant. Internal contacts include all staff and managers in the Business Unit. Internal contacts consist of levels of positions in the company from business unit leaders to entry level positions. This position works closely with Service Management as well as other departments and regularly deals with employees and customers in exchange of information in person, writing, via telephone or by electronic transfer. Sensitivity is required in dealing with such information and decisions concerning the release or sharing of that information. External contacts consist of customers, visitors and vendors, CAT representatives, and new/existing customers.

Requirements

High school diploma or GED; and a minimum of 2 years of directly related customer service experience, preferably in a heavy industrial environment; or an equivalent combination of education and work experience.
A drug screen and background check is required.

Nice To Haves

A background in dispatching and/or heavy equipment/mechanical experience is preferred.

Responsibilities

Answer phone calls from customers and record all needed information for technicians to start repairs.
Accurately open work orders in Dealer Business System (DBS) with information given by the customer and/or internal Product Support Sales Representative, including correct Purchase Order (PO) number or account number the job is charged to.
Use Service Information System (SIS) to check if a machine has warranty or if there are any known issues with a customer’s serial number range that might help the technician with the machine repair.
Collect Cash on Delivery (COD) from customers at end of jobs. Credit cards, checks, and sometimes cash.
Use Varian for PO# for outside purchases in order to charge the right accounts.
Use scheduler program to maintain a log of all field technicians’ location at any given time.
Utilize vision link to help pre-plan repairs by determining the location of machines and review fault codes prior to dispatching a technician.
Be on call, on a rotating schedule, to take after hour calls from customer that have equipment breakdowns and call technicians to go out and make repairs. Includes taking calls for other stores and making sure they are taken care of.
Review timecards to make sure all time charged is in the correct segment / work order.
Help enforce timecards and service reports being turned in on time.
Help coordinate field service safety meetings & enforce company policy regarding safety.
Help with any questions involving work orders that may help with closing a job in a timelier manner.
Maintain punctual, regular and predictable attendance
Help technicians with parts and tooling.
Check on when back ordered parts are coming in.